"You have been rated consistently '11' or '12' on a 12 point scale over the last few months of delivering programs to our management team on dealing with change. Our managers can be a tough group because many of them have been with USS/KOBE Steel for over 25 years and can be cynical when it comes to training. Our managers particularly value the practical applications and techniques they can go back and use immediately...We look forward to a long and continuing relationship with you."

-Robert A. Sabota, Training and Development Manager USS/KOBE Steel Company

Click here for some Fast Facts

Patti Hathaway, CSP, The CHANGE AGENT, has built her reputation since 1987 as a speaker who is invited back repeatedly for delivering customized, practical programs on change, customer loyalty, and leadership. Our company's trainers are some of the highest-rated speakers our clients have ever had.

Speaking Topic 1:
Mastering the Essential Change Agent Skills
We work with organizations who want to make change work and with people who want to move forward in change.

Speaking Topic 2:
Changing the Customer Service Culture to Create Customer Loyalty
Often when a major change initiative occurs in an organization, the customer feels forgotten. The chaos from change can cause problems with your customer service. Patti helps organizations increase their customer loyalty and motivates people to feel passionate about service.

Speaking Topic 3:
Unleashing Employee Greatness
Do you know how to unleash greatness in your employees? It largely depends on whether you are a manager or a leader. Do you understand the difference between the two?

Click here to view Patti's 15 minute preview video online!

Speaking Topic 1:
Mastering the Essential Change Agent Skills

The CHANGE AGENT customizes the content in our programs to help organizations make change work and empowers people to move forward in change. Following are descriptions of the change programs which we offer:

Untying the 'Not's' of Change (Before You're Fit to be Tied)
According to Senior executives in Fortune 500 companies, less than half of the changes in their organizations were successful. They attributed these failures to employee resistance. One of the reasons employees naturally resist organizational change is because they are "Mourning the Past" (for more details, listen to this 3.08 minute RealAudio excerpt). They also are fearful for their job security (hear why "Job Security Fears" is a concern in this 4.30 minute RealAudio segment).

We design our program to give you specific solutions for how to deal with your organizational changes. It is difficult to change until you understand why it is in your personal best interest to change. Discover why you tend to resist change. Gain strategies for what you can do to lessen the pain and stress that organizational change causes you. Learn how to untie the knots of confusion before you become fit to be tied. (Offered in a keynote or a longer format)

Mastering the Leadership Challenge of Change
How many of you have received a phone call that started with "Are You Sitting Down?" (Listen to Patti's downsizing story in this 2.50 minute RealAudio excerpt). Leading organizations through change can be as discouraging as that phone call and may seem like "mission impossible" at times. Embrace becoming a change agent. Learn how employees react when going through change (hear Patti "live" in this realistic 13.10 minute RealAudio segment entitled "Our Natural Reactions to Change"). Build a motivated and productive workforce in the midst of change. Understand change issues and implement practical techniques to help yourself and others cope with change. (Offered in a keynote or a longer format)

Here's what some of our recent clients have to say about our programs on change:

Thank you for presenting the best external program we have had to date. The information was practical and immediately applicable! I have taught change management and we have had programs presented in our management development curriculum for a decade, yet I can say I feel that I doubled the amount of practical information that I learned...

Director of Management Development
Meridia/Cleveland Clinic Health System

She tailored the program to our organization and was both direct and insightful with her presentation. Patti is an excellent speaker and clearly enjoys working with a challenging audience.

Vice President National Desktop Services
Bank One

You provided real-world specific information on how they (managers) can utilize specific techniques for working through change situations. You received high compliments coming from a group of broadcast managers who understand the critical importance of solid content delivered in an entertaining manner!

President and CEO
Dispatch Broadcast Group

The Customization Process to develop Change Programs that Impact the Bottom-Line:
This is how we work with clients to custom-design a program to meet your specific needs. Hear how the process works in this RealAudio segment on "Patti's Unique Approach to Change" (7.40 minutes)

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Speaking Topic 2:
Changing the Customer Service Culture to Create Customer Loyalty

We customize the content in our customer service programs to help companies increase their customer loyalty and to motivate people to feel passionate about service. We work with you to develop a customer service culture that will increase customer and employee retention and loyalty. Following are descriptions of the customer service programs that we offer:

"Rudolph" Secrets to Customer Loyalty
Customer satisfaction is not worth much, customer loyalty is worth everything! Practice powerful techniques that will give your organization the edge in pleasing today's demanding customers. Learn why "Customers Reflect Your Attitude" (Patti dramatizes the importance of attitude in this 2.35 minute RealAudio segment). In this highly entertaining and interactive program, Patti equips you with proven, practical "Rudolph" techniques for dealing with external and internal customers. One excerpt of Patti's complaint-handling techniques can be listened to during this 9.51 minute RealAudio excerpt "Fog, Don't Flog Your Critics". (Offered as a keynote or longer format)

Leading a Loyalty-Creating Customer Service Culture
Passion for exceptional customer service begins with the leadership team. You may recognize your own reaction to complaints and criticism as you listen to this 5.50 minute RealAudio excerpt entitled "Typical Reactions to Complaints and Criticism". Gain skills in handling customer complaints. Discover why you get yourself in trouble if you "assume" your customer has certain knowledge (hear as Patti explains "The Problem with Information Assumption" in this 5.46 minute RealAudio excerpt). Gain enlightening strategies which will increase employee satisfaction and retention which can result in improving your customer loyalty. Profit from new synergy and enthusiasm by practicing techniques which will help your leadership team develop a high performance customer-service culture. (Offered as a keynote or longer format)

Here's what some of our recent clients have to say about our programs on customer service:

You were selected after previewing 12 other national speakers because of your humorous style and ability to motivate and inspire your audience. Nationwiders were not disappointed. Comments included: 'the best speaker we have ever heard on customer service' and 'an educational piece camouflaged by comedy'.

Customer Relations Officer
Nationwide

Thank you for the fabulous job you have done in customizing your training for our specific needs at Fifth Third Bank. We have never had an external speaker receive such high ratings from all 600+ employees and managers. We are confident that your practical skills spiced with humor and a jolt of reality from our customers' perspective will reap a positive bottom-line impact for our bank.

President
Western Ohio Region Fifth Third Bank

Your unique perspective and strong passion for customer loyalty is extremely motivating. The evaluations from the 1,086 employees who attended have been excellent.

Training and Development Director
St. Luke's Hospital

The Customization Process to Deliver Customer Loyalty Programs that Impact the Bottom-Line:
This is how we work with clients to custom-design a program to meet your specific needs and incorporate your customer service research. Listen how the process works in this RealAudio segment on "Patti's Unique Approach to Customer Service" (7.40 minutes)

Speaking Topic 3:
Unleashing Employee Greatness

Do you know how to unleash greatness in your employees? It largely depends on whether you are a manager or a leader. Do you understand the difference between the two? Gallup surveyed 1 million employees and 80,000 managers and found that an employee's relationship with his/her direct supervisor will determine (1) how long they will stay, and (2) how productive they will be while there. Becoming less of a manager and more of a leader can be an extremely powerful and profitable change – both in terms of meeting your company’s goals and in the greater personal satisfaction both you and your employees will enjoy. This program will enlighten, motivate and inspire you to take on the challenge of unleashing every employee’s greatness!

The Customization Process to Deliver Leadership Programs that Impact the Bottom-Line:
This is how we work with clients to custom-design a program to meet your specific needs and incorporate your employee feedback:

The Steps We Take to Customize Your Leadership Program
Step 1)	Prior to our program, a web survey link is sent to all management participants and their employees via the meeting planner. With their permission, the anonymous employee comments are used throughout our program to illustrate the differences between managers and leaders.
Step 2)	We always learn as much as possible about your organization via your literature (annual report, internal newsletters, website, etc.) before designing a program. We will also incorporate the use of your terminology and human resources tools (performance appraisal terminology, etc.).
The End Result:	A program custom-designed to meet your needs and concerns.
Additional Leadership Projects:	We can provide leadership coaching and advising services. We also can facilitate your executive/leadership retreats.

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© Copyright 1999 The CHANGE AGENT. Patti Hathaway, CSP, 1016 Woodglen Road, Westerville, Ohio 43081. Phone: (614) 523-3633 Toll Free: (800) 339-0973 Fax: (614) 523-3515. Comments about this site? Please send mail to Patti Hathaway.